Return & Refund Policy

Return & Refund Policy

At Evergreen Memorials, we understand that memorial purchases are made during a difficult and meaningful time. We carefully inspect and package every order, and we are committed to treating each customer with compassion and care.

14-Day Return Policy

You may request a return within 14 calendar days after your order is delivered.

To qualify for a return, the item must:

  • Be unused, unaltered, and in its original condition

  • Not have been used to hold ashes or cremated remains

  • Include its original packaging, accessories, and protective materials

  • Include proof of purchase

Please contact us through our Contact Us page before returning any item. If your return is approved, we will provide return instructions and the appropriate return address.

Items returned without prior authorization may not be accepted.

Personalized and Non-Returnable Items

Because personalized products are created specifically for each customer, the following items cannot be returned, exchanged, or refunded:

  • Engraved name plates or hanging pendants

  • Personalized memorial plaques

  • Products featuring custom names, dates, photographs, messages, or designs

  • Any other customized or made-to-order products

  • Items that have been used to hold ashes or cremated remains

  • Gift cards

  • Items marked “Final Sale”

Please review all names, dates, photographs, and personalized information carefully before submitting your order.

If a personalized item arrives damaged, defective, or different from the approved design or information provided with your order, please contact us so we can make it right.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If your item arrives damaged, defective, or incorrect, contact us as soon as possible—preferably within 7 days of delivery. Please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the item

  • Photographs of the shipping box and packaging if the item was damaged in transit

After reviewing the information, we will provide an appropriate replacement or refund. If the issue was caused by us or occurred during shipping, we will cover the approved return or replacement shipping costs.

Please keep the item and all original packaging until your claim has been resolved.

Return Shipping

For returns that are not related to damage, defects, or an error by Evergreen Memorials:

  • The customer is responsible for return shipping costs

  • Original shipping charges are non-refundable

  • We recommend using a trackable shipping service

  • Items must be carefully packaged to prevent damage during return shipping

We do not charge a restocking fee for approved returns received in their original condition.

If an order is returned because it was refused, unclaimed, or sent to an address entered incorrectly by the customer, the actual shipping and carrier return costs may be deducted from the refund. Personalized items remain non-refundable.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow up to 5 business days for us to process the refund. Your bank or credit card company may require additional time before the refund appears in your account.

If more than 10 business days have passed since we approved your refund, please contact us.

Order Cancellations

Non-personalized orders may be canceled before they have been processed or shipped.

Personalized orders may only be canceled before engraving, design preparation, or production has begun. Once work on a personalized product has started, the order cannot be canceled or refunded.

We process orders promptly, so cancellation requests cannot be guaranteed.

Exchanges

We do not offer direct exchanges. If you would like a different non-personalized item, please request a return for the original item and place a new order.

Marketplace Purchases

This policy applies only to orders placed directly through our website. Purchases made through Amazon, Etsy, eBay, or another marketplace are subject to that marketplace’s return and refund policies.

Contact Us

If you have any questions about a return, refund, damaged item, or order cancellation, please contact us through our Contact Us page. We will be glad to assist you.